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    Technical Support Engineer at Privitar Ltd (London, UK)
    Privitar Ltd Employer
    London, UK
    Job Type
    Job Location
    Full Time
    London, UK

    Job Description:

    Privitar is looking for a Technical Support Engineer to provide tier 1 support to our enterprise customers. You will collaborate closely with our worldwide team of skilled support specialists and developers to rapidly resolve product issues and quickly address customer requests. Successful candidates must be customer-focused and technically skilled. 

    The Technical Support Engineer is the key, front-line support position, and the “eyes & ears” for the company, responsible for managing the relationship with our most valuable asset, our customers. The Technical Support Representative assists customers in resolving open issues; they help customers to achieve success through best-practice guidance and they help customers to achieve a high level of satisfaction with Privitar solutions and our customer support services. The position combines overseeing the rapid response to customer inquiries, handling enhancement requests, and analysing common issues.

    Privitar is a rapidly growing Data Privacy Enterprise Software company based in London, building software to enable the safe and ethical use of valuable data for analytics and machine learning. We work with large organisations worldwide in financial services, telecommunications, pharma, and government, enabling them to get the most out of data without compromising on privacy and security. 

    Backed by world-leading venture capital funds who’ve invested in companies like Facebook, Slack, Dropbox, Atlassian and Spotify, we have just completed a $40 million Series B funding round and are in a phase of hyper growth. 

    Privitar is pioneering the new enterprise software category of Privacy Engineering to serve this emerging business need and address a social issue of growing importance. Our technology enables organisations to safely analyse and mine sensitive datasets while protecting an individual’s privacy.



    Responsibilities




      • Drive customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support

      • Work to ensure system stability, identify product issues and implement workarounds, and support production upgrades.  

      • Collaborate with the Product Team to highlight and review case trends

      • Engage actively in creating test and sandbox environments to support challenging and complex customer requests.

      • Regularly document troubleshooting and problem resolution steps so colleagues and the wider community can learn from them

      • Create test and sandbox environments to support complex deployment scenarios

      • Test issue resolutions provided by Engineering and share issue fix confirmations to customers

      • Work on customer support related projects as assigned

      • The position supports 24/7 on-call customer service throughout the calendar year - candidate must be available to participate in on-call rotations as required







    Skills and experience




      • Bachelor’s degree in Computer Science or similar discipline

      • The position requires excellent organisational skills, great follow up, and outstanding oral and written communication skills.

      • Experience supporting software products to customers with demonstrable knowledge of support processes and procedures.

      • Linux command line skills

      • Experience with AWS and other cloud platforms

      • Familiarity with Database schemas and SQL

      • Some exposure to Hadoop and Linux security is beneficial

      • Strong problem solving and analytical skills

      • Privitar will provide professional training where required, particularly for the Company’s commercial solutions.

      • The L1 Engineer is expected to have a “can-do” attitude and an interest in not just reacting to problems but finding the root causes and fixing them.

      • You should have a good sense of humour where work should be fun as well as intellectually satisfying





    Responsibilities




      • The Technical Support Representative monitors cases towards resolution and relies on experience, judgment, and product knowledge. You will be expected to take a proactive role in articulating suggestions for Development, Professional Services and Training that address enhancement and training subjects that address common customer service issues and common technical problems.

      • Set the standard for reliability

      • Care about our customers

      • Commit yourself to success

      • Work to ensure system stability, identify product issues and implement workarounds, and support production upgrades.  

      • Regularly document troubleshooting and problem resolution steps so colleagues and the wider community can learn from them

      • Engage actively in creating test and sandbox environments to support challenging and complex customer requests.

      • The position supports 24/7 on-call customer service throughout the calendar year - candidate must be available to participate in on-call rotations as required



    Skills and experience





        • The position requires excellent organisational skills, great follow up, and outstanding oral and written communication skills.

        • This is an entry-level position but Technical Support Representatives should have 1 - 2 years experience or training with one or more of the following areas:

        • Prior experience in desktop, network or server support.

        • Knowledge of networking is beneficial

        • Good knowledge of Linux environment and command-line tools

        • Familiarity working in an AWS environment

        • Experience with some of the following technologies:  shell scripting languages, SQL, and Java

        • Additional experience supporting complex B2B software running in Linux environments is beneficial including database products, ETL tools, and BI tools. 

        • Strong problem solving and analytical skills






      • Privitar will provide professional training where required, particularly for the Company’s commercial solutions. 

      • The Customer Service Representative is expected to have a “can-do” attitude and an interest in not just reacting to problems but finding the root causes and fixing them.


    Skills required:

    Benefits:

    Certificate
    Flexible Hours
    Letter of Recommendation
    Note : This project is an external project, and it was posted on the platform by the Gradbee Team. We curate all the internships available across the internet by visiting company websites, and social networks like Facebook, LinkedIn, WhatsApp, Twitter etc. If you are the owner of this internship / project and need to get it removed, kindly mail us at [email protected]